Customer Experience Advocate

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Phoenix Signature Kitchen Full time
Job Summary

We are seeking a Customer Success Manager to join our team at Phoenix Signature Kitchen. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and support to our customers.

Key Responsibilities:
  • Respond to customer inquiries in a prompt and professional manner.
  • Assist customers with order management, including placing orders, modifying orders, and addressing any issues related to order processing or delivery.
  • Investigate and resolve customer complaints and concerns in a fair and efficient manner.
  • Maintain in-depth knowledge of our confinement food menu, ingredients, dietary requirements, and delivery policies.
  • Communicate effectively with customers in Mandarin/Cantonese and English.
  • Upsell and cross-sell additional products or services to customers.
  • Monitor and track the progress of customer orders.
  • Maintain accurate and detailed customer records.

Requirements:
  • Fluency in Mandarin or Cantonese is essential.
  • Previous customer service experience, preferably in the food or hospitality industry.
  • Excellent interpersonal skills and the ability to handle customer inquiries and complaints with empathy and professionalism.
  • Strong problem-solving and decision-making abilities.
  • Attention to detail and strong organizational skills.


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